CN101931715B - Customer service system and cross-platform monitoring method therein - Google Patents
Customer service system and cross-platform monitoring method therein Download PDFInfo
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- CN101931715B CN101931715B CN2009101477657A CN200910147765A CN101931715B CN 101931715 B CN101931715 B CN 101931715B CN 2009101477657 A CN2009101477657 A CN 2009101477657A CN 200910147765 A CN200910147765 A CN 200910147765A CN 101931715 B CN101931715 B CN 101931715B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/30—Network architectures or network communication protocols for network security for supporting lawful interception, monitoring or retaining of communications or communication related information
- H04L63/304—Network architectures or network communication protocols for network security for supporting lawful interception, monitoring or retaining of communications or communication related information intercepting circuit switched data communications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- Computer Security & Cryptography (AREA)
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- General Engineering & Computer Science (AREA)
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Abstract
The invention provides a customer service system and a cross-platform monitoring method therein, which are used for solving the problem that the existing customer service system can not carry out monitoring and interposing among different platform seats under multi-platform mode. The method comprises the following steps: leading the monitoring seat to send a monitoring request message to a transfer interface device through a CTI of a platform to which the monitoring seat belongs; using the transfer interface device to carry out analysis treatment on the monitoring request message and then forward to the CTI of the platform to which the monitored seat belongs, wherein the monitoring seat and the monitored seat are positioned in different call control platforms; and adding the monitoring seat into an ongoing call of the monitored seat after the CTI of the platform to which the monitoring seat belongs receives a monitoring response message which is forwarded by the transfer interface device and emitted from the CTI of the platform to which the monitored seat belongs. The customer service system comprises the monitoring seat, the transfer interface device and the monitored seat. The customer service system and the cross-platform monitoring method therein can realize the monitoring and the interposing among the different platform seats under the multi-platform mode.
Description
Technical field
The present invention relates to a kind of communication technology, relate in particular to a kind of customer service system and reach wherein across-platform monitoring method.
Background technology
Customer service system is called call center (Call Center) again; Be a kind of based on the integrated (CTI of computer communication; Computer Telecommunication Integration) multinomial function technological, that make full use of communication network and computer network is integrated; And with the integrated information service system that enterprise is connected as a single entity, be that the business agent of one group of seat or company concentrates and to carry out calling and handle, send a special system of calling out with customer contact.The call center can provide multiple business such as phone, fax, Email to the user, mainly be used for process user to enterprise's requirement, query, complaint, suggestion and inquiry etc., like 10000 in the telecommunications industry, and 95555 in the financial circles etc.
The present call center based on next generation network (NGN) (NGCC) generally is based on the unitary call controlling platform, along with the increase of call volume and the market demand of high reliability, two platforms even multi-platform call center have occurred.The monitoring of present single platform and many call platforms seat or the mode of chipping in are: when normally moving, be separate between a plurality of platforms, deal with the affairs of this platform separately; Seat between two platforms is not contact each other; Can't carry out communication exchange and study, seat monitoring equipment must all be disposed at each platform, is inconvenient to unify arrange monitoring; Cause device resource and waste of manpower resource, message is shared also inconvenient.
The seat monitoring process is following in the existing customer service system: the requirement of squad leader's seat is monitored the conversation seat of this platform and is chipped in; Squad leader's seat sends to CTI with request; CTI calls out it according to squad leader's seat log-on message, and squad leader's seat is continued to ongoing conversation.Squad leader's seat has been realized the monitoring of seat and the function of chipping in.
The process sketch map that Fig. 1 monitors or chips in for the customer service system middle class in a kindergarten swinging seat seat of prior art.As shown in Figure 1, can implement monitoring between the seat in the same platform, the monitoring seat can carry out real-time listening and chip in the seat 2 in the service, exchanges.Monitoring step is following;
Step 11, monitoring seat are sent out monitoring or are chipped in and ask CTI, and requirement is monitored the seat of conversing 2 or chipped in.
After step 12, CTI receive request, send calling to the monitoring seat.
Step 13, will monitor in the calling that seat adds conversation seat 2, the squad leader has added conversation, has realized the monitoring of conversation seat 2 or chips in.
When operator scheme is used between existing this seat, there is following shortcoming under many customer service platforms:
Because what use is that a plurality of calling controlling platform (are described for convenient; The back will be called out controlling platform and abbreviated platform as); Seat between different platform is contact not, and squad leader's seat can't carry out cross-platform monitoring, interchange, suggestion, and the supporting and device resource of various like this enforcement monitoring and interchange etc. all must be arranged on each platform; Cause Internet resources and waste of manpower resource, be unfavorable for unified the layout.Call out the height configuration of controlling platform, also mean expensive; Simultaneously seat can't mutual operation have also caused the not smooth of information interchange and transmission between seat between a plurality of platforms, and the stealth that causes loss will be huge.
Summary of the invention
In view of this, main purpose of the present invention is to provide a kind of customer service system to reach wherein across-platform monitoring method, can solve existing customer service system in the problem that can't monitor and chip between the different platform seat under the multi-platform pattern.
For achieving the above object; Technical scheme of the present invention provides a kind of customer service system; Comprise monitoring seat, transfer interface device and monitored seat; Wherein, said monitoring seat is in the different calling controlling platform with said monitored seat, and said monitoring seat is used for sending monitoring request message through the CTI of its ownership platform to transfer interface device; And after the CTI of self ownership platform receives the monitoring response message that the CTI of monitored seat ownership platform sends, add in the monitored ongoing conversation of attending a banquet; Said transfer interface device; Be used for the monitoring request message that receives is carried out being transmitted to after the dissection process CTI of the monitored ownership platform of attending a banquet, and the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring.
Wherein, said transfer interface device comprises message interface module and processing module; Said message interface module; Be used to receive the monitoring request message of monitoring seat through the CTI transmission of its ownership platform; The monitoring request message that receives is issued processing module; Monitoring request forwards after processing module handled is to the CTI of monitored seat ownership platform, and the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring; Said processing module be used for the monitoring request message that message module receives is carried out dissection process, and the monitoring request message after will handling is issued said message interface module.
Technical scheme of the present invention also provides a kind of cross-platform communication means, and said method comprises the steps:
A, monitoring seat send monitoring request message through the CTI that self belongs to platform to transfer interface device;
B, transfer interface device carry out monitoring request message to be transmitted to the CTI that monitored seat belongs to platform after the dissection process, and said monitoring seat is in the different calling controlling platform with said monitored seat;
C, after the CTI of monitoring seat ownership platform receives the monitoring response message that the CTI of the monitored seat ownership platform that transfer interface device is transmitted sends, the monitoring seat adds in the monitored ongoing conversation of attending a banquet.
The CTI of CTI and monitored seat ownership platform that also comprises the steps: to monitor the platform of seat ownership before the said steps A divides to be clipped on the transfer interface device and registers, and sets up link with transfer interface device.
The link of setting up between the CTI of transfer interface device and monitoring seat ownership platform or the CTI of monitored seat ownership platform guarantees that through using handshake information link is in normal condition.
After said transfer interface device is carried out dissection process with monitoring request message, be transmitted to after the CTI of monitored seat ownership platform, also comprise the steps:
The CTI call monitoring seat of monitored seat ownership platform;
After the call monitoring seat success, the monitoring seat returns monitoring agent call success message to the CTI of monitored seat ownership platform, monitoring attend a banquet and monitored attending a banquet between set up monitor channel.
The process of the CTI call monitoring seat of said monitored seat ownership platform specifically comprises:
The CTI of monitored seat ownership platform requires the call monitoring seat according to the access code of monitoring seat ownership platform to core net; Equipment of the core network is forwarded to this calling the CTI of monitoring seat ownership platform through number analysis; The CTI of monitoring seat ownership platform exhales logical monitoring seat according to the requirement of monitored seat ownership platform CTI.
The process of the CTI call monitoring seat of said monitored seat ownership platform specifically comprises: the CTI of monitored seat ownership platform is according to the address port information of the monitoring seat that carries in the monitoring request message, and seat is monitored in direct calling.
Said monitoring request message is the interception request message or the request message of chipping in.
Compared with prior art, the present invention has following beneficial effect:
The present invention can realize in the customer service system under the multi-platform pattern monitoring between the different platform seat and chip in; Make the interior monitoring of platform study wait the facility layout can be used in multi-platform; Can unify to arrange for watch-dog; Reduce cost, saved Internet resources and seat resource, make the exchange study between seat become easy simultaneously.
Description of drawings
The process sketch map that Fig. 1 monitors or chips in for the customer service system middle class in a kindergarten swinging seat seat of prior art;
Fig. 2 is the structural representation of customer service system according to the invention;
Fig. 3 is the monitor procedure sketch map of first embodiment of the method for the invention of the present invention;
Fig. 4 is the monitoring flow chart of second embodiment of the method for the invention.
Embodiment
Understand and realization the present invention for the ease of persons skilled in the art, combine accompanying drawing that concrete implementation procedure of the present invention is given detailed description at present.
In order to solve existing customer service system in the problem that can't monitor and chip between the different platform seat under the multi-platform pattern; The present invention increases a transfer interface device in existing customer service system; Be used for connecting, forwarding is resolved in the monitoring of different platform and request such as chip in each multi-platform platform CTI.In order to realize the communication between cross-platform, the interface with transfer interface device also need be provided on the CTI of original each platform, this interface is used for sending or receives registration and handshake information, the request message of monitoring or chip in, monitors response message etc.
As shown in Figure 2; The invention provides a kind of customer service system; Comprise monitoring seat, transfer interface device (IW) and monitored seat; Wherein, said monitoring seat is in the different calling controlling platform with said monitored seat, and said monitoring seat is used for sending monitoring request message through the CTI of self ownership platform to transfer interface device; And after the CTI of self ownership platform receives the monitoring response that the CTI of monitored seat ownership platform sends, add in the monitored ongoing conversation of attending a banquet.Said transfer interface device is used for the monitoring request message that receives is carried out being transmitted to after the dissection process CTI of the monitored ownership platform of attending a banquet; And the monitored monitoring response message that sends of CTI of attending a banquet the ownership platform is transmitted to the attend a banquet CTI of said platform of monitoring, and the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring.Transfer interface device can be used PC or minicomputer, decides according to the practical implementation situation.
Transfer interface device comprises message interface module, processing module two parts.The message interface module is used to receive the monitoring request message that each platform CTI sends; And the monitoring request message that receives issued processing module; And the monitoring request forwards after processing module handled is to different CTI; And the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring, the reception of message and send the Transmission Control Protocol that can use standard; Processing module is used for the monitoring request message that message module receives is carried out dissection process, and the monitoring request message after will handling is then issued said message interface module.Message transmitted also comprises registration and handshake information, monitoring response message etc. between transfer interface device and calling controlling platform.
The course of work of transfer interface device is following: call out after controlling platform succeeds in registration on the transfer interface device; Can preserve the information of registered platform CTI on the transfer interface device; The monitoring or the request message of chipping in of monitoring seat; Send to the message interface module of transfer interface device via the CTI of its ownership platform; After resolving by the processing module of transfer interface device, by the message interface module forwards of transfer interface device CTI, this message is carried out response process again by the monitored CTI that belongs to that attends a banquet to the monitored ownership of attending a banquet.
The present invention also provides across-platform monitoring method in a kind of customer service system; This method can be implemented in the customer service system monitoring between the different platform seat and the function of chipping under the multi-platform pattern; Said method comprises the steps: to monitor seat and sends monitoring request message through the CTI that self belongs to platform to transfer interface device, and said monitoring request message is the interception request message or the request message of chipping in; Transfer interface device sends to the CTI that monitored seat belongs to platform with monitoring request message, and said monitoring seat is in the different calling controlling platform with said monitored seat; After the CTI of monitoring seat ownership platform received the monitoring response message that the CTI of the monitored seat ownership platform that transfer interface device is transmitted sends, the monitoring seat added in the monitored ongoing conversation of attending a banquet.
Preferably, the CTI branch of the CTI of the platform of monitoring seat ownership and monitored seat ownership platform is clipped on the transfer interface device to be registered, and sets up link with transfer interface device.After link establishment was accomplished, the link of setting up between the CTI of transfer interface device and monitoring seat ownership platform or the CTI of monitored seat ownership platform guaranteed that through using handshake information link is in normal condition.
Through two specific embodiments across-platform monitoring method in the customer service system according to the invention is given further detailed explanation below.
Shown in Figure 3 is the monitor procedure sketch map of first embodiment of the method for the invention, and this figure describes the process that the first platform monitoring seat is attended a banquet and monitored or chip in certain conversation of second platform, and it mainly comprises the steps:
The monitoring seat of step 31, first platform request message of will monitoring or chip in sends to the CTI of this platform.
The CTI of step 32, first platform request message of will monitoring or chip in is forwarded to the message interface module of transfer interface device.
The processing module of step 33, transfer interface device is to monitoring or after the request message of chipping in carries out dissection process, being sent to the CTI of second platform by the message interface module of transfer interface device.
The CTI of step 34, second platform receive said monitoring or the request of chipping in after, beginning call monitoring seat, calling procedure is:
(1), the CTI of second platform requires to call out the monitoring seat of first platform according to the access code of first platform to core net, calling procedure is similar to the user inserts first platform through access code process.
(2), equipment of the core network is through number analysis, and this calling is forwarded to the CTI of first platform, the request that the first platform CTI receives the call monitoring seat.
(3), the first platform CTI exhales logical monitoring seat by the requirement of the second platform CTI, sets up monitor channel between the conversation seat of the monitoring seat and second platform.
Calling procedure also can for:
(1), the second platform CTI according to monitor or the request message of chipping in the relevant informations such as address port of the monitoring seat that carries, direct calling monitoring seat adds in the conversation.
(2), the monitoring seat of first platform receives calling, and this calling is replied, and sets up monitor channel between monitoring is attended a banquet and the conversation of second platform is attended a banquet.
Step 35, monitoring seat have been realized the monitoring of cross-platform conversation seat or have been chipped in.
Shown in Figure 4 is the monitoring flow chart of second embodiment of the method for the invention; Customer service system wherein has a plurality of calling controlling platform; One of them calls out controlling platform is first platform, and another calls out controlling platform is second platform, and the monitoring seat is unified to arrange and unified management to the seat of first platform and second platform; Like this, will economize on resources.In this customer service system, be provided with a transfer interface device, transfer interface device comprises message interface module and processing module, is used for the forwarding and the parsing of message between a plurality of platforms.All be provided with simultaneously the interface with transfer interface device on the CTI of a plurality of platforms, this interface can receive registration and handshake information, monitor or chip in request message, monitor response message etc.The CTI of first platform and second platform succeeds in registration to transfer interface device, and and transfer interface device between link be in normal condition.
The first platform monitoring seat mainly comprises the steps: certain conversation of second platform process of monitoring of attending a banquet in the present embodiment
Step 41, the first platform monitoring seat are sent out monitoring request message to this platform CTI, so that the conversation seat (being also referred to as monitored seat) of second platform conversed is monitored.
The CTI of step 42, first platform resolves monitoring request message, and interception request is sent to transfer interface device in monitoring request packing back.
After step 43, transfer interface device receive monitoring request message, it is carried out dissection process, convert it into the form that the second platform CTI can accept, the back packing of finishing dealing with sends to the second platform CTI.The second platform CTI resolves this request message after receiving the monitoring request message of transfer interface device forwarding, learns that this request message is cross-platform monitoring request message.
Step 44, the second platform CTI make a call, through perhaps not calling out the monitoring seat of first platform through the flow process of core net (directly calling out through the network address and the port of first platform monitoring conversation seat) simulation external user incoming call.
After the monitoring seat success of step 45, calling first platform, the monitoring seat of first platform returns monitoring agent call success message to the second platform CTI.This moment first platform monitoring attend a banquet and monitored the attending a banquet of second platform between monitor channel set up.
Step 46, the second platform CTI return the monitoring response message to transfer interface device.
Step 47, transfer interface device are transmitted the CTI of monitoring response message to first platform.
The monitoring seat of step 48, first platform joins among the conversation of conversation seat of second platform, thereby has realized the monitoring of cross-platform seat and the operation of chipping in.
Through above step, the monitoring seat can be with listening mode to the capable monitoring of conversation seat, and this situation conversation seat can not known own monitored, and the monitoring seat can be recognized the real-time call scenarios of cross-platform conversation seat; The monitoring seat also can add among the conversation of the seat of converse with the mode of chipping in, and at this moment monitors seat and can offer suggestions and help the seat of conversing.
The present invention will have the inner monitoring seat of platform now the monitoring of conversation seat will be improved to the monitoring of monitoring seat to cross-platform conversation seat through increasing a transfer interface device; Make the watch-dog layout in the platform can be used in multi-platform; Thereby greatly reduce equipment cost, make simultaneously that exchange study becomes easy between seat.
Though described the present invention through embodiment, those of ordinary skills know, under the situation that does not break away from spirit of the present invention and essence, just can make the present invention that many distortion and variation are arranged, and scope of the present invention is limited appended claim.
Claims (9)
1. customer service system; It is characterized in that; Comprise monitoring seat, transfer interface device and monitored seat; Wherein, said monitoring seat is in the different calling controlling platform with said monitored seat, and said monitoring seat is used for sending monitoring request message through the integrated CTI of computer communication of its ownership platform to transfer interface device; And after the CTI of self ownership platform receives the monitoring response message that the CTI of monitored seat ownership platform sends, add in the monitored ongoing conversation of attending a banquet;
Said transfer interface device; Be used for the monitoring request message that receives is carried out being transmitted to after the dissection process CTI of the monitored ownership platform of attending a banquet, and the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring.
2. customer service system according to claim 1 is characterized in that said transfer interface device comprises message interface module and processing module;
Said message interface module; Be used to receive the monitoring request message of monitoring seat through the CTI transmission of its ownership platform; The monitoring request message that receives is issued processing module; Monitoring request forwards after processing module handled is to the CTI of monitored seat ownership platform, and the monitoring response message that the CTI of monitored seat ownership platform sends is transmitted to the attend a banquet CTI of ownership platform of monitoring;
Said processing module be used for the monitoring request message that message module receives is carried out dissection process, and the monitoring request message after will handling is issued said message interface module.
3. across-platform monitoring method in the customer service system is characterized in that, comprises the steps:
A, monitoring seat send monitoring request message through the integrated CTI of computer communication that self belongs to platform to transfer interface device;
B, transfer interface device carry out monitoring request message to be transmitted to the CTI that monitored seat belongs to platform after the dissection process, and said monitoring seat is in the different calling controlling platform with said monitored seat;
C, after the CTI of monitoring seat ownership platform receives the monitoring response message that the CTI of the monitored seat ownership platform that transfer interface device is transmitted sends, the monitoring seat adds in the monitored ongoing conversation of attending a banquet.
4. method according to claim 3 is characterized in that, also comprises the steps: before the said steps A
The CTI branch of the CTI of the platform of monitoring seat ownership and monitored seat ownership platform is clipped on the transfer interface device to be registered, and sets up link with transfer interface device.
5. method according to claim 4 is characterized in that, the link of setting up between the CTI of transfer interface device and monitoring seat ownership platform or the CTI of monitored seat ownership platform guarantees that through using handshake information link is in normal condition.
6. according to claim 3 or 4 described methods, it is characterized in that, after said transfer interface device is carried out dissection process with monitoring request message, be transmitted to after the CTI of monitored seat ownership platform, also comprise the steps:
The CTI call monitoring seat of monitored seat ownership platform;
After the call monitoring seat success, the monitoring seat returns monitoring agent call success message to the CTI of monitored seat ownership platform, monitoring attend a banquet and monitored attending a banquet between set up monitor channel.
7. method according to claim 6 is characterized in that, the process of the CTI call monitoring seat of said monitored seat ownership platform specifically comprises:
The CTI of monitored seat ownership platform requires the call monitoring seat according to the access code of monitoring seat ownership platform to core net;
Equipment of the core network is forwarded to this calling the CTI of monitoring seat ownership platform through number analysis;
The CTI of monitoring seat ownership platform exhales logical monitoring seat according to the requirement of monitored seat ownership platform CTI.
8. method according to claim 6 is characterized in that, the process of the CTI call monitoring seat of said monitored seat ownership platform specifically comprises:
The CTI of monitored seat ownership platform is according to the address port information of the monitoring seat that carries in the monitoring request message, and seat is monitored in direct calling.
9. method according to claim 3 is characterized in that, said monitoring request message is the interception request message or the request message of chipping in.
Priority Applications (4)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101477657A CN101931715B (en) | 2009-06-19 | 2009-06-19 | Customer service system and cross-platform monitoring method therein |
| PCT/CN2009/075803 WO2010145150A1 (en) | 2009-06-19 | 2009-12-21 | Customer service system and cross-platform monitoring method thereof |
| BRPI0924554-5A BRPI0924554A2 (en) | 2009-06-19 | 2009-12-21 | Multiplatform monitoring method and customer service system. |
| EP09846064.5A EP2445188B1 (en) | 2009-06-19 | 2009-12-21 | Customer service system and cross-platform monitoring method thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101477657A CN101931715B (en) | 2009-06-19 | 2009-06-19 | Customer service system and cross-platform monitoring method therein |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101931715A CN101931715A (en) | 2010-12-29 |
| CN101931715B true CN101931715B (en) | 2012-12-19 |
Family
ID=43355708
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2009101477657A Expired - Fee Related CN101931715B (en) | 2009-06-19 | 2009-06-19 | Customer service system and cross-platform monitoring method therein |
Country Status (4)
| Country | Link |
|---|---|
| EP (1) | EP2445188B1 (en) |
| CN (1) | CN101931715B (en) |
| BR (1) | BRPI0924554A2 (en) |
| WO (1) | WO2010145150A1 (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104683216B (en) | 2013-11-29 | 2019-04-12 | 腾讯科技（深圳）有限公司 | The retransmission method and device of customer service information, customer service system |
| CN104363287A (en) * | 2014-11-19 | 2015-02-18 | 李金良 | Teaching practical training method based on CTI scene design |
| CN109885779B (en) * | 2019-01-09 | 2024-04-02 | 中国平安人寿保险股份有限公司 | Subsystem management method, device, computer device and storage medium |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| AU9574698A (en) * | 1997-09-30 | 1999-04-23 | Mci Communications Corporation | Computer/telephony integration monitoring server for a call center |
| CN101415048B (en) * | 2008-12-09 | 2014-07-23 | 中国电信股份有限公司 | Call centre system |
-
2009
- 2009-06-19 CN CN2009101477657A patent/CN101931715B/en not_active Expired - Fee Related
- 2009-12-21 WO PCT/CN2009/075803 patent/WO2010145150A1/en active Application Filing
- 2009-12-21 EP EP09846064.5A patent/EP2445188B1/en not_active Not-in-force
- 2009-12-21 BR BRPI0924554-5A patent/BRPI0924554A2/en active Search and Examination
Also Published As
| Publication number | Publication date |
|---|---|
| CN101931715A (en) | 2010-12-29 |
| BRPI0924554A2 (en) | 2015-06-30 |
| EP2445188B1 (en) | 2016-07-27 |
| EP2445188A1 (en) | 2012-04-25 |
| EP2445188A4 (en) | 2013-05-08 |
| WO2010145150A1 (en) | 2010-12-23 |
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